Job Description
We have a fantastic opportunity for Customer Service Advisor to join our team based in Stockport. The salary on offer is £20,500 - £23,000 dependent on experience, and a 6% matched pension.
About the role:
NHSPS set up a national Customer Support Centre (CSC) to answer queries and resolve issues reported by customers. The CSC is one team operating within a wider Customer function. You will be responsible for ensuring that customers receive appropriate and timely responses; logging all contact and providing advice immediately where possible, channelling requests to appropriate business groups for resolution, monitoring cases and keeping customers apprised of progress.
This role is the first point of contact for customers into NHSPS and is therefore key to delivering a positive customer experience and improving the perception of our service.
The role holder will receive and log inbound queries from customers; originating from web, phone, email, and post; ensuring accurate data entry into the service management system. Triaging and assessing the priority of customer queries; providing a rapid response to customers, resolving queries at the first point of contact where possible; and routing incidents and requests via the service management tool to the appropriate group within the business are crucial elements of the role.
You must monitor and manage queries to ensure they are resolved within agreed service level targets; escalating to team leader before targets are breached and ensuring those that need to be passed to another business area are done so in a timely manner with the necessary level of information.
Liaising with business teams to keep customers informed about progress; recognising and proactively escalate complaints to Case Managers; and working with the rest of the CSC team to foster positive customer service behaviours and increase collaboration in order to improve standards of service will be key to this position.
You will contribute to and maintain the Support Centre knowledge base; work within agreed service management processes and comply to quality standards (proactively identifying any opportunities for process improvements to the team leader); and work towards team goals and targets, meeting KPIs as determined by the Customer Support Team Leader and Customer Service Manager.
Keeping colleagues and team leader aware of any trends identified through the assessment of inbound queries; you will undertake additional tasks as required by the Customer Support Team Leader.
Please note: you will be required to cover an 8am to 6pm working day through a shift system with other members of the team,
What you will bring to the role:
- Education to A-Level or equivalent or demonstrable experience
- Knowledge of key MS Office applications – Outlook, Word, Excel, PowerPoint
- Knowledge of working with case management systems, IT helpdesk systems and/or CRM systems
- A working knowledge of Social media, for example Twitter, Facebook.
- Knowledge of DPA (data protection act), DDA (disability discrimination act)
- Experience in a front-line customer service role
- Experience working within a team
- Experience in a call centre environment or similar (IT helpdesk)
- Excellent written and verbal communication skills
- Ability to effectively prioritise tasks especially when under pressure
- Ability to handle challenging relationships and manage difficult conversations when necessary
- Able to work autonomously and as part of a team
- Good attention to detail
- Passion for customer service
- Able to build relationships and gain trust with customers and colleagues
What we can offer you:
We understand how important life is outside of work so, as well as a competitive salary we will also offer:
27 days annual leave + 8 days bank holiday with the option to buy additional weeks leave
A Smarter Working Programme, empowering you to choose the location of how and where you work according to your daily activities.
Training and development opportunities, providing opportunities for our colleagues to develop & progress their careers at all levels through our Professional Excellence Framework.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!